1win Casino - Player’s withdrawal has been severely delayed due to verification process.

On May 9, I put money on withdrawal, but they did not come to my balance. I wrote to the support service and asked. They told me that I needed to contact the support service by mail. I have emailed them many times, but they have not answered me. If I write to the chat again, they tell me to write to the mail again. I've been waiting for months for my money. I think they are scammers who do not give money on purpose

ID 3****625

Dear Kadekkk,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for nearly four months.

Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost four months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

payment is still pending inside the account without being processed

payment method: Tether BEP20, BUSD - BEP20

"Was your account successfully verified already?" - no, because the support service is not responding to me by email

Thank you very much, Kadekkk, for providing all the necessary information. I will now transfer your complaint to my colleague Endri (endri.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Kadekkk, 

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint. 

Dear 1win Casino Team, 

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account? If the player has already sent the documents could you also state what is the estimated time frame for processing the payment?

Thank you in advance for providing the information. 

Good afternoon

The user must undergo the KYC procedure.

We sent the player a letter requesting documents three times. The player did not provide the requested data and did not respond to requests, so the withdrawal is not available to him.

Best regards, 1win team.

Good afternoon

Please send an email address with the domain @gmail to contact you.

Best regards, 1win team.

Dear Kadekkk,

The casino is willing to take into consideration your documents for verification. They are requesting that you provide to them with the email with domain @gmail, as I understand this should be the email that you used for registration in the casino.

Meanwhile, can I ask you to check the spam of the email since sometimes it happens that the emails are stored there instead of the main inbox. Also, will be best if you are sure that you have access to the @gmail email address and to not misspell it since that is the one that you used for registration and it should be verified as well.

Dear 1win Casino Team,

The player has provided his email with the @gmail domain. He still claims that he hasn't received any email from your side. 

Could you be so kind as to resend to him the email where you requested the documents and if possible to include in the CC my email address (endri.k@casino.guru) as well so I can be sure that the player receives the email and that he doesn't have some external problem with his email address?

Thank you in advance for your reply.

Best regards,

Endri from Casino.Guru

Good afternoon

Sent a letter to the user's email address.

We recommend that you contact the mail security@1win.xyz from an email address with the domain @gmail

Best regards, 1win team.

I have not received an email from 1win

I am waiting for your answer

Dear Kadekkk, 

The 1win Casino Team has provided this email: security@1win.xyz.

Would be best if you could send them an email from the registered email in the casino and provide them with the information that you entered during the registration so they know with which player they are in contact. I think after this you will be able to receive a reply from them where they request the documents that need to be verified. I have also emailed them trying to find out why this issue is continuing.

Thank you for your time and patience,

Best regards,

Endri from Casino Guru

Dear 1win Casino Team,

The player has provided information that he has sent to this email: security@1win.xyz an email asking for clarification and why he wasn't able to request the funds.

Could you please explain to me what the problem could be that he doesn't receive your reply neither your email in his email address? Would you be so kind to share with me proof that the you have also sent an email requesting the documents needed for verification? You can send a screenshot and hide the relevant information either here in the forum or at my email address: endri.k@casino.guru

Thank you for the time!

Good afternoon

Sent information to the email address endri.k@casino.guru

Best regards, 1win team.

Dear Kadekkk,

The 1win Casino Team has provided me with an email where there was proof that they have replied to each of your emails and I can see as well in which dates they have replied.

Would you please be so kind as to check in your email inbox as well as all the folders/spam? The last email from 1win Casino should be on 12th September.

Let me know if you can find those emails sent from the casino.

I checked all the mail, I don't have an email from 1win. Can you forward their letter to me? Is it possible to try to contact them through another mail? If they receive emails from me, then I can send my documents to their email address without waiting for a response from them. What documents do you need for verification?

Dear Kadekkk,

First of all, thank you for being patient. Below find the list of documents that need to be verified by the 1win casino team.

To conduct the verification, please provide the following information to the 1win Casino e-mail address: security@1win.xyz.

1. Proof of identity;

2. Utility bill with proof of residence;

3. A picture of your face with an identity document in a well-lit room;

Feel free to contact us anytime, if you counter any problems.

Dear Kadekkk,

Thank you so much for the provided information. I will reach out to the casino representative and try to make sure that the information you sent is okay for verification.

Dear 1win Casino

The player has provided proof that he sent the documents needed for verification to the provided e-mail address.

Could you confirm that you have received the documents and state the estimated time frame for the verification of the documents and processing of the payment?

Thank you in advance for providing the information. 

1 win withdrew my funds, thank you

Hello Kadekkk,

Thank you for confirming and using the Casino Guru complaint resolution center. I'm happy to hear that you received your funds.

As the issue has been successfully resolved, I will mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. 

Best regards, 

Endri, Casino.guru